Customer Services Manager—Central Library – January 2023

Job Summary

Reporting to the Director of Central Operations, coordinates and evaluates all personnel in the Central Library’s Customer Service department. Works in conjunction with the Director of Central Operations on policies, programming, and services. Models excellent customer service both with patrons and coworkers, breaking down barriers and empowering staff to make appropriate decisions.

What You’d Do:

• Working with the Director of Central Operations, plans, implements, and evaluates goals and objectives for the branch. Works with other departments and locations to develop services, programs, and procedures.
• Supervises customer service staff, trains, schedules, evaluates staff. Organizes, assigns, and reviews work. Directs staff to performs tasks to maintain the effective execution of departmental functions.
• Works with staff to ensures effective, courteous working relationship with all library customers. Resolves customer registration and circulation problems. Explains and interprets circulation policies and procedures.
• Provides training on circulation functions and policy for public services staff at Central and branches.
• Assists Director of Central Library with identifying efficiencies in systems or process to streamline or enhance services.
• Directs and participates in the delivery of high-quality library services including reference, information, reader's advisory, community referral, and services to teens and children. Facilitates the effective use of library resources.
• Partners with Collection Development to maintain collections and communicates collection needs to appropriate staff. Supervises staff to provide proper collection maintenance.
• Works with Facilities to maintain the safety and cleanliness of the Library.
• Supervises Library’s Substitute Pool. In conjunction with the HREE team and branch services, hires and trains library substitutes on a quarterly basis. Completes administrative functions associated with the sub pool, including the approval of timecard and assisting with corrections as needed. Works closely with other public service supervisors to develop calendar of needed coverage, and communicates with substitutes to secure coverage.

You Need:

• Demonstrated ability to interact successfully with staff and public in person, by telephone, and by email.
• Exhibits self-motivation with the ability to prioritize, meet deadlines, and manage changing priorities.
• Ability to organize work effectively and to exercise of professional skill, initiative, and independent judgement
• Thorough knowledge of principles and practices of professional library work as practiced in public libraries.
• Intermediate computer skills.
• Meets qualifications to become a United States Passport Agent.
• Ability to train and manage staff.
• Must have a valid driver's license in good standing.
• Work environment may be noisy or dusty at times.
• Ability to work during all hours of Central Library operations should staffing need arise.
• Ability to speak and understand English is required. Additional consideration may be given to individuals that are proficient in any non-English languages spoken in Kansas City area including Somali, Swahili, Spanish, Arabic, French, Dari, Pashto, and Vietnamese.
• The minimum requirements include a master’s degree. This requirement may also be satisfied by an equivalent combination of education, work experience with emphasis on public services, and life experience. Fluency in Spanish preferred.

Other Things You Should Know:

This is a full-time exempt position. The starting salary is $57,801 plus excellent benefits. This position is open until filled.

How to Apply:

Please apply for this position through our web application system at www.kclibrary.org/jobs. This position is open until filled. Kansas City Public Library is an equal opportunity employer and is committed to creating an inclusive environment for all employees.